Creating A 'Customer-First' Mindset

Do you remember the last time you received exceptional customer service?  The kind of customer service where the customer then goes out of his own way to tell a supervisor what an excellent job experience he had. It’s not just great customer service, it’s exceptional. The level of service that goes two steps beyond the customer’s expectations.

Most American companies that are acknowledged for consistently providing exceptional customer service today are large--Southwest, Amazon, Zappos, and Nordstrom consistently top the lists. One thing that rings true for these successful companies? They all have a strong customer-first mindset.

For small and midsize companies, achieving excellent customer service can seem a little more out of reach. Competition is steep and every company says it’s a priority. For small and medium-sized businesses that are having difficulties adopting a customer service mindset, we’ve wracked the brains of our own service driven team to dish some of the best ways to create a customer first mindset in your own company. Read on to find out how we keep our customers happy, and the small changes that can help improve service delivery for your customers.

 1. Follow the Golden Rule.

The Golden Rule says, “Do unto others as you would want others to do unto you.” While it’s recited often beginning at a young age, people often forget to apply the golden rule, especially when it comes to business. Thinking about the customer from a business standpoint involves stepping into your customer's shoes in every interaction, from responding to general product inquiries to solving a delivery issue.

For Rokform, delivering the best possible customer service experience has been our top priority from the beginning. It hasn't been about just meeting service expectations, it's always about exceeding them. We've constantly asked ourselves how we can take our service above and beyond. Even the small details can make a big difference, so in the past we've included little things like Starbucks gift cards inside customer orders. Who wouldn't be excited about a free Caramel Frappuccino included with their amazing new phone case? 

Steve Petyo, Vice President at Rokform, explained the customer-first mentality clearly, “If you have an issue, the customer service team will take care of you.” This takes shape in every aspect of our customer interactions. One easy practice that makes a world of difference in customer service? Answering the phone after the first ring. “They will always go above and beyond.”  

 2. Focus on customer-centric design.

Putting the customer first isn’t just about your customer service interactions. Product design and quality are just as important. When designing our products, we’ve stayed committed to putting the customer first. Why? Because as users of our own products, we wouldn’t want poorly made cases or mounts protecting our devices, either!

Jeff, Rokform’s CEO, discussed how we’ve stayed on top of customer-centric design, “We never cut corners, even if it’s a little more expensive. We use high quality, aircraft grade aluminum that’s anodized, not powder coated.” Rokform promises a heavy duty product that will mount and protect your phone, and we deliver on that promise.

Because we believe in the design and quality that went into our products, it’s easy to be proud of and stand by them. This is further strengthened by Rokform’s two-year limited warranty, which helps give customers piece of mind.

 3. Lead by example.

Last, but not least, lead by example. Creating a company policy on customer service is one thing but practicing what you preach is completely different. By placing your customers at the center of company culture, it’s easy to make the essential decisions that keep customers happy.

The senior leadership at Rokform leads by example when it comes to customer service. Everyone I spoke to on the Rokform team recognizes that the company’s customer first mindset starts at the top, where they are “really really focused on customer service. It bleeds down into the team.” If you really want to shift towards a customer-first mindset, employees at all levels need to believe in it, from the top down and bottom up.

Delivering exceptional customer service doesn’t feel like a drag if you have a great attitude, supportive team, and amazing product--it’s actually fun! By adopting a customer first mindset, you’ll be more attuned to the the customer attitude, industry standards, and business environment. Every customer interaction is an opportunity to receive feedback about our products and services and grow as a company. When your team gets a product or customer service shoutout, celebrate it! At Rokform, putting the customer first is the key to our thriving company. To read more about our happy customers, check out our Rokform testimonials!